Скачать или смотреть ITIL Lifecycle CORE

Extracts from ITIL Passport, An accredited eLearning for ITIL Service Management. www.spoce.com

There are five core stages which must be considered when designing and delivering a service. Each stage is supported by a publication that provides part of the guidance necessary for an integrated approach as required by the I.S.O./I.E.C.20000 standard specification

Service Strategy is an iterative stage. It is repeated at various stages in the lifecycle to validate the reasons for offering the service in the first place and ensure that the value proposition is positive.

Service Design takes a holistic approach to designing a service. Every possible influence in delivering a service is planned for – not just operationally but also across transition.

Service Transition is where project methods come into force, and moves services and service changes into operational use by using the Service Design Package received from Service Design. Any changes that could affect the live environment must be fully tested and supported.

The value that is planned for in Service Design and validated in Service Transition is delivered and consumed in Service Operation, and managed in a live environment. For most users this stage represents I.T.

A wise man once said If you don't look after your customers, someone else will. This is the fundamental value that drives Continual Service Improvement. Like Service strategy, it is ongoing throughout the life of the service and can impact any lifecycle stage, including itself and looks at all aspects of service provision.

The ITIL core consists of five lifecycle stages. Each stage is supported by a publication. Each publication provides part of the guidance necessary for an integrated approach as required by the I.S.O./I.E.C.20000 standard specification.

Service Strategy is an iterative stage of the lifecycle - it is on-going. This publication provides guidance on how to view service management as a strategic asset, and not only as an organizational capability. The principles underpinning the practice of service management are described, and are useful for developing service management policies, guidelines and processes across the ITIL service lifecycle.

Service Design is a progressive stage of the lifecycle in that it has a start and finish point, and progresses the development of the service through the lifecycle.

This publication provides guidance for the design and development of services and service management practices. It covers design principles and methods for converting strategic objectives into portfolios of services and service assets. Service Design's scope is not limited to new services, but also includes modifications to services to maximize their value to the business.

Service Transition is a progressive stage of the lifecycle. This publication provides guidance for developing and improving the capabilities for introducing new and changed services into the 'live' or production environment. It describes how to transition a service from one state into another while managing risk and ensuring effective knowledge transfer. This helps to ensure that the values identified in the Service Strategy, and encoded in Service Design, are effectively transitioned into the 'live' environment so that the value can be realized in Service Operation.

Service Operation is also a progressive stage of the lifecycle. This publication provides guidance on achieving effectiveness and efficiency in delivering, managing and supporting the services to ensure value for the customer, users and provider alike.

Service Operation is where the essential management information, or MI, emanates from. Managers and practitioners are provided with information and knowledge enabling them to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization, scheduling of operations, and at the same time avoiding or resolving service incidents and managing problems.

Continual Service Improvement is an iterative stage of the lifecycle – always looking for ways to improve the service.

This publication provides guidance on creating and maintaining value for customers across the service lifecycle through formulating better strategy, designing more effective and efficient services, through seamless transition from one state to another and improved service operation and delivery.

Furthermore the publication describes best practice for achieving incremental and large-scale improvements in service quality, operational efficiency and business continuity, and for ensuring that the service portfolio continues to be aligned and re-aligned to current business needs.

Extracts from ITIL Passport, An accredited eLearning for ITIL Service Management. www.spoce.com

ITIL® is a registered trademarks of AXELOS Ltd.